Hotels.com Reviews 11,673

I would give 0 stars but that is not an option. When we arrived at our hotel, hotels.coms had not booked our room. The customer service department was zero help. Fortunately the hotel had vacancies. We paid for the room at a much higher rate than advertised by hotels.com, then had to wait several days for a refund. Terrible business, terrible customer service.

I booked a hotel room through hotel.com and it was nothing but a horrible experience. We stayed at Red Roof Inn in Springfield, MO. They had bed bugs. Spoke to lady at front desk who told us manager would be in at 9am. 9:30 still no manager. We were then told the manager would give us a refund. and to expect it by the end of the day. End of day, still no refund. Called corporate and I was told I would recieve a refund of 149.57 and to direct any further questions to hotel.com (OTA) Still no refund call hotel.com and spoke to Abdelrahman who told me he would check into it and as of 9 days later I'm still getting the run around. Horrible company, horrible experience.

Cancelation policy is wack especially when you purchase insurance.
Due to health reasons i canceled our hotel stay a month and a week ahead. I had to dispute it but i had to get a "Doctors Note". Who does that! I felt as an adult that was uncalled for. Along with all the documentation they requested. Once again, we canceled the reservation 1 month and 5 days before time. We live in Central Florida traveling to Alabama. I will never use them ever again!! Beware People!

I have booked seven nights on Hotels.com as part of a promotion that gives you £100 in Hotels.com cahs if you book 10 nights. None of the nights are showing in the promotion. It is impossible to get hold of a human advisor. I spent an hour chatting to an incompetent AI bot that did not understand my query or even its own promotion. If you are going to use AI or bots, make sure it works. And if it doesn't, have a human advisor option to escalate any problems to. I will now only use booking.com.

I travel +100 , nights annually for business. I used to only use hotels.com. Now I would NOT recommend using them. No way to file a complaint online and I am not waiting for an agent to tell you how to fix your system
Here is why I stopped using them:
1) Option to get a calendar event for the a booking not always available (seems random). Used to be an option to receive when you booked.
2) Rewards program changed from good to terrible. I used to get a free night every 10 stays. Now it takes 50-100 nights to earn a free night
3) AI agent about useless
4) Help search not helpful - sends you to the AI agent that is not helpful.
5) booking direct less expensive and I earn more travel rewards

Goodbye Hotels.com. Really went downhill since Expedia bought them

Absolutely shocking company to deal with.

I paid in advance for a hotel to stay in for our wedding anniversary. Upon arrival the hotel room was exceptionally dirty and there was no alternative room available so I was forced to check out and abandon our holiday.

I contacted hotels.com who said they would contact the provider for a refund as we were not able to stay. After a couple of days of chasing I was told the hotel refused to take their calls therefore hotels.com could not give me a refund so I paid almost £300 for nothing at all.

After escalating on numerous occasions to the management, the only thing I could get was £75 of one key cash to use on a future booking.

This weekend I have tried to make a booking and was told that I can only use it on hotels with payment in advance not pay on the day. The hotel I wanted to stay at does not accept that option so I was told that it was tough luck and my only option to use my voucher was to stay in a different area as none of the hotels I wanted to use accepted pre-payment.

Again I asked whether I could speak to someone that could help me. Was promised a call within two hours (at 1 in the afternoon) only to receive a call at 1 in the morning!!! What company wakes someone up in the middle of the night!
I also have a suspicion that the people I have been speaking with are AI. I’m genuinely not convinced they were real people. It was the most baffling sounding conversations I have ever had!

In the past I found Hotels.com to be a customer friendly company. I could book my hotel, change my reservation *if necessary within the right time period and accumulate points towards a 'free hotel night'. Now that's changed - it's all business. Do you want to call and ask a question, Sorry you need to pay first! and get the deposit back later. Change a reservation, forget it. You need to cancel and rebook, Oh and the booking will cost you more, too bad! I suppose all the hotel booking companies are like that. HELP! I need to find another way to book my room. A very disappointed customer!

I enjoy working with hotels.com and enjoy the reward system. Just sad that you ha e to remember the last date to cancel if you have to cancel. Got me once..

Xcover by Hotels.com is a scam. They book the incorrect cover when you apply online, you can't amend it on the website, can't cancel. They don't reply to emails. Before you know it 15 days is up. They won't refund you.
Scam scam scam scam scam Xcover scam.

Hotels do everything to NOT refund your money. Also, they have the worst Customer Service.

I recently had to cancel a booking due to a death in my immediate personal life. I missed the cancellation deadline by one day, so I contacted customer service to explain my situation. The cancellation was necessary because I had to fly to another city to attend my best friend’s memorial service.

I made it clear that if a free cancellation wasn’t possible, I was willing to keep the booking and simply change the dates. I later received an email stating that the hotel would allow a date change—but only if I paid a new fee that was nearly 280% higher than my original booking. My original reservation was $207; the revised charge was $580.

I provided proof of the memorial service and proof of my flight, yet no compassion or consideration was shown. This was not a cancellation due to convenience or a change of plans—I was canceling because my best friend of 27 years passed away!

As a result, I am now paying for a hotel room on the original date, even though I will be in an entirely different city attending her memorial. The complete lack of empathy in this situation has been deeply disappointing.

Very bad
I booked a hotel for two nights and decided i only needed for one night. They said to cancel the whole thing. Had taken my cash.
Got to the hotel they had no booking or money. Paid cash.
Hotels.com promised to send my funds which i did not receive. Stopped answering my email.

Terrible customer service

Booked for 4 people and confirmed breakfast for 4 people. Got an email confirming it’s only 2 but they would refund 2 people. Everyone at hotels.com customer service is telling me it’s up to the hotel if they refund which they won’t. No one will help, supervisor not available. Don’t use these people.

Beware $950 One Key Cash wiped out not to be trusted.
Book direct like you do with flights these middle men are not worth the time of day

I received an E-mail from Hotels.com that my rewards were set expire on 20 May 2026. However, we had a 4 day trip planned for the end of April 2026. However, we had to cancel because I required emergency knee surgery which took place 22 April 2026. As I am laid up for two weeks and cannot drive for six weeks, we cancelled our travel plans. I asked Hotels.com to please extend my expiration, but they flat out refused. Even though Hotels.com has done that before for me. Obviously Hotels.com do not care about customer loyalty. Re-victimize everyone in the name of profit. After our July 2026 trip, we are cancelling our Hotels.com account. I will not deal with money grabbing pigs.

Lot of bad reviews on here but have had no issues, takes NHS discount and have used them multiple times for work and leisure and never had any issues

Worst booking company I have ever used. We were left stranded on the street for 7 hours. Ended up cancelling the booking and booking in resort. Never again will I book with these clowns.

Will never use again. My dates of travel were changed due to circumstances outside of my control. I contacted my hotel directly who were happy to amend my booking but Hotels.com refused to contact them to confirm. Instead they blamed the hotels for not accommodating my change

I had a very disappointing experience with Hotels.com regarding this booking.

The hotel was advertised as having a pool, which was clearly shown in the listing and was a key reason for my booking decision. However, upon arrival, I discovered that the hotel does not have a pool at all. This significantly affected my stay, especially as I booked for 10 nights and the hotel is located in a remote area with limited alternatives.

The hotel informed me that the pool had been removed for a long time and that this information had already been communicated to booking platforms. Despite this, Hotels.com continued to display outdated information.

I raised the issue multiple times, but the compensation offered was only around 10% in the form of a restrictive voucher, which is not reasonable given the impact on the stay.

Overall, the experience felt misleading and poorly handled. I would recommend double-checking all amenities directly with the hotel before booking through this platform.

I didn’t do my research before I use these people and it cost me a lot of money. Future users vote with your feet and your wallet. Do not deal with this website. No customer service all you find yourself talking to is AI robots. Put on hold for an hour or more waiting for someone to pick up.